Synopsis
Legacy processes meant that more than 100 contractors were responsible for the digital systems which enabled goods to move in and out of the United Kingdom, with many able to leave at short notice. In partnership with Tecknuovo, a British technology firm, HMRC has now replaced this structure through a competitively awarded service-based model.
The Challenge
Eight digital services at the heart of UK border operations were supported by a 30+ year-old model, with reliance on individual contractors and limited mechanisms for knowledge transfer. As a result, critical expertise sat largely with individuals rather than being retained within the organisation.
The Solution
HMRC partnered with Tecknuovo, whose Zero Dependency model is built on a contractual obligation to transfer knowledge and capability to organisations they work with. Together we transitioned more than 100 contractors into a structured service in three weeks, with no disruption to live services and no transition cost.
Results
Subsequently, HMRC have significantly reduced their dependency on individuals to run and maintain the services. Costs fell by 18 per cent, delivering £1 million in annual savings, while onboarding time dropped by 86 per cent. All eight services reached green status for documentation, meaning knowledge was captured and owned by the department rather than held by individual contractors.
Over time, having systems designed, built and operated by external contractors creates a cycle of dependency – where capability is bought in, lost, and then bought again. In these instances, systems rely on external support rather than building capability within the organisation.
Tecknuovo see this delivery with HMRC as an excellent example of making knowledge transfer a contractual requirement in every technology procurement, ensuring critical services can be run free from long-term supplier dependency.
